Make sure your controller is connected properly on your device and that you have the controller support enabled on Settings > Control in game.
Currently for PC platforms, you need to have the keys also bound to a keyboard input before using a controller. It will not work without a keyboard input registered to each key. This will be fixed in the future, but there is no estimated time for this update.
Be aware that some functions do not support controller, such as GTL and mail system.
If you continue to have issue with your controller and you are using bluetooth, try using a wired connection. If the issue persists, follow these instructions:
With the game open, press the buttons Ctrl + PgUp + PgDn, click “yes”, copy the error report number and paste it in a Support Request explaining the situation.
With the game open, press and hold the button "volume down" for a few seconds until an error message appears, then click on "yes" and copy the error report number, pasting it in a Support Request explaining the situation.
With the game open, shake your device for a few seconds until an error message appears, then click on "yes" and copy the error report number, pasting it in a Support Request explaining the situation.